Patient Support Team Lead, Manila



Customer Service
Manila, Philippines
Posted on Friday, July 5, 2024

About Eucalyptus

Eucalyptus (or 'Euc' for short) is an Australian founded digital healthcare company that is on a mission to solve the world’s biggest healthcare challenges - think fertility, and behavioural change around chronic conditions such as weight loss, diabetes, and mental health.

Founded in Australia in 2019, we have now helped over 500K patients globally by combining technology, design and operational excellence to help patients access the best clinical support when they need it - wherever they are.

Our 5 clinics (Juniper, Pilot, Kin, Software, & Compound) focus heavily on personalising the experience for different demographics and are powered by a growing team across 5 countries (Australia, UK, Germany, Japan, and the Philippines).

We’ve raised over AUD$160M in funding from Aussie and Silicon Valley investors who were early backers of Uber, Canva and AirBnb. With plans to launch into several more markets, offline channels, and tackle new conditions.

We’re looking to continue building our team of patient-focused superstars who are passionate about healthcare, aren’t afraid to work hard, and invest in others through direct and honest feedback. This approach enables us to make the most impactful changes to improve the health of millions of patients globally.

About the role (What you'll be doing)

We’re looking for a passionate and caring Patient Support Team Lead to lead a team of Patient Support Specialists that communicate with patients and fix their issues during their journey with Eucalyptus.

We are seeking an English speaker and writer to manage high quality patient interactions to ensure patients are looked after, and their treatments are delivered on time.

You will also be a critical point of contact for stakeholders throughout the business, raising issues and working on solving problems for our patients. You will build an in-depth knowledge of patient sentiment - share patient pain points, escalate issues, fix bugs and provide feedback to ensure the continual improvement of our products and services.

Maintaining a fast response to our customers is essential, as such our team operates between 7am-4pm (PHT), 7 days a week, servicing Australian and UK geographies. While flexibility for weekend work and rostering between our operating hours will be required, we will definitely work with you to find the right balance.

About you (Who you are)

  • At least 2-3+ years of experience in a leadership role
  • Strong written and verbal communication skills are a must, and the ability to use a range of tones of voice to interact with customers
  • Demonstrable ability to drive performance to achieve team KPI’s and OKR’s
  • A leader and educator, who can up-skill your team to create high quality support
  • Naturally empathetic, reliable, caring, with strong problem-solving skills
  • Drawn to fast-paced working environments, with a strong bias to action and ability to take initiative
  • Familiarity with computer skills, or experience with customer service software (prior experience with Mac and Google Suite is a plus)
  • Bonus if you are interested in healthcare and wellness, or have experience in the healthcare space or allied services

Why you should join Euc

  • Our teams are incredibly passionate - Our talent bar is high and our work ethic is strong. You’ll get to stretch yourself everyday and work amongst people who care deeply about our patients. You’ll be given autonomy to tackle interesting problems and receive regular feedback from a supportive team
  • We will invest in your career - You’ll get access to an annual professional development budget and additional leave credits, mentors and buddies to ensure that you have the support you need to level up. You can expect regular performance and pay reviews as your career grows.
  • We move at incredible speed - You’ll work with team mates who build in the open by sharing their work freely, this helps us learn and iterate quickly so we can deliver high quality outcomes faster than our competitors. You’ll spend a lot of time outside of your comfort zone learning and iterating frequently, we wouldn’t have it any other way
  • We’ll have your back when you need us the most - A reliable health insurance provider accredited by major hospitals, clinics, and diagnostic centers nationwide, plus coverage of up to two dependents. Standard employer share for statutory benefits (SSS, PhilHealth, and HDMF), and 13th month pay. Also, transportation allowance to support your expenses when reporting to our Makati office.

At Eucalyptus, we value individuals from all backgrounds, experiences, and perspectives, and we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process